What is Word of Mouth?
Organic recommendations shared between people about a business, both offline and online.
Word of mouth (WOM) is when customers voluntarily share their experience with others — in conversation, on social media, or through online reviews. Digital word of mouth (online reviews, social mentions) has amplified traditional WOM exponentially: a single Google review can influence thousands of potential customers. WOM is the most trusted form of marketing because it comes from peers, not the business itself.
Why Word of Mouth Matters for Local Businesses
92% of consumers trust recommendations from people they know, and 70% trust online reviews from strangers. Word of mouth is essentially free marketing with the highest conversion rate of any channel. Businesses that systematically encourage WOM (through great experiences + easy review pathways) grow faster than those relying on paid advertising alone.
Turn great experiences into word of mouth
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